Through the integration, brands will have access to a variety of new features, including rich interactive multimedia capabilities that will allow consumers to more personally engage with agents. In addition, users will receive enhanced reporting for contact center operations for all interactions by Skype for Business users – regardless of device or endpoint used. Other capabilities from the integration include seamless channel transitions and enhanced Genesys Omnichannel Desktop.

“Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we have improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems,” said Luc Greefs, director of shared technology and infrastructure delivery at Cegeka, a Genesys' customer.